Job Description
Job Description
This position focuses on supporting customers in the genset industry, specializing in natural gas and diesel engines used for power generation. The ideal candidate must have a strong mechanical or electrical engine background and skillset.
As the After-sales Customer Service Technician, you will be responsible for dealing with service-related activities post-sale.
K ey Responsibilities :
- After-sales Customer Service :
Address customer service inquiries, coordinating the resolution of technical issues and providing solutions for troubleshooting and maintenance.
Collaborate with and support our distributors to ensure proper installation, commissioning, and ongoing maintenance of gensets at customer sites.Technical Support & Customer Relations :Provide technical support and advice to customers, ensuring that they receive the necessary guidance for proper operation, troubleshooting, and maintenance of their gensets.
Serve as the primary point of contact for customer escalations related to service issues and resolve complex or challenging customer concerns in a professional and efficient manner.Conduct on-site visits or remote support as needed for major technical issues ensuring the resolution of customer problems and quarterly visits to maintain customer relations, improving overall client satisfaction.Service Documentation & Reporting :Collaborate with and advise the internal teams on the creation and maintenance of service documentation and technical manuals for after-sales service processes, ensuring they are up-to-date, clear, and comprehensive for both internal teams and customers.
Track service performance metrics, including service turnaround times, customer satisfaction, and service quality. Implement corrective actions as necessary to improve service delivery.Inventory and Parts Management :Collaborate with the procurement and supply chain teams to ensure the availability of critical spare parts and service components for diesel and electric gensets.
Training & Development :Provide training to our customers and distributors on the guidance of the latest technologies, best practices, and safety protocols with our products, ensuring high levels of technical expertise.
Continuous Improvement & Process Optimization :Analyze customer feedback and performance data to identify opportunities for service enhancements and process optimizations.
Perform predictive maintenance and other advanced strategies to reduce downtime and extend the life of the genset systems for customers.Qualifications :
Bachelor’s degree in mechanical or electrical engineering is preferred but not required and / or equivalent professional experience.5 years of experience in after-sales customer service with a focus on natural and diesel gensets.Hands-on experience in troubleshooting, repair, and maintenance of natural and diesel genset systems.Familiar with service management software (e.g., SAP, ServiceMax, Microsoft Dynamics).Experience with remote diagnostics or field service management tools.Stay current with industry compliances, standards and regulations for gensets.Working Conditions :
Office-based with occasional travel to customer sites for on-site service, troubleshooting, or inspections.Flexibility to manage service schedules with the possibility of providing on-call support to field technicians during weekends.
